20Bet Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your response and for looking into my case.

I mainly played casino games, specifically slots.

Yes, my account was verified before I lost access to it. I had already completed the verification process and was able to use my account without any issues.

Regarding the winnings, they were accumulated without any active bonus. I was playing with my own deposited funds.

Everything was functioning normally until I requested a withdrawal. Only after that did the issue arise, which is why I find the situation very concerning and unfair.

Thank you again for your assistance and I look forward to your help in resolving this matter.

Best regard

Thank you for your response. Have you contacted the casino customer support via email to ask about the reason why your account was blocked? If so, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

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Hello,

Thank you for your response.

Please find attached a screenshot of the communication I received from the casino support.

As shown, the explanation provided is very general and does not include any clear or detailed evidence to justify the decision.

I would appreciate your assistance in reviewing this matter further.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 20Bet Casino representative to join this conversation.

Dear 20Bet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

We have reviewed the case and would like to clarify the situation.

The player registered an account using the email address hise***@gmail.com on 18.05.2023. The next day, on 19.05.2023, another account was created with a different email address, hyse***@gmail.com.

According to our Terms and Conditions, creating multiple accounts is not allowed. This information was also provided to the player by email.

For this reason, the duplicate account was closed, the winnings were voided in line with our rules, and the remaining balance was refunded.

Thank you for being so understanding.

Dear 20Bet Casino,

Thank you for your explanation.

In order to properly assess this case, we kindly ask you to provide supporting evidence confirming that the two accounts are linked (such as matching IP addresses, devices, payment methods, or any other relevant data).

Please send this information directly to my email, as it may contain sensitive details.

Hello Barbora,

We would like to inform you that we have sent you an email with additional information and supporting details regarding this case.

Please kindly review it when you have a chance. We hope the information provided will help clarify the situation and support the further review of the complaint.

Thank you for your time and cooperation.

Dear Fatlum11,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Barbora